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Assessing the performance of e-Health service
Wang, Yu Sheng
Chang, Hsin Lu
Wang, Yu Sheng
internal service quality
external service value
|Issue Date: ||2011-10-05 14:32:47 (UTC+8)|
|Abstract: ||This study develops quality evaluation criteria that consider both service provider satisfaction and patient perspective in assessing e-Health services; additionally, it evaluates the impact of these criteria on the performance of e-Health services. Utilizing data from the Tele Care Center in National Taiwan University Hospital (NTUH), one of the largest hospitals in Taiwan, this research framework extends the service-profit chain by integrating service triangle concept and emphasizing the relationships among three stakeholders: the firm, the customer, and the employee. The results suggest that the positive relationships among hospital’s business value, physicians’ value, and patients’ value can contribute to customer retention. In sum, this study expects to contribute to literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns multiple stakeholders’ perspectives.|
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|Source URI: ||http://thesis.lib.nccu.edu.tw/record/#G0098356002|
|Data Type: ||thesis|
|Appears in Collections:||[資訊管理學系] 學位論文|
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